Customer Service Representatives

Division: Servicing

Job Title: Customer Service Representative

Hourly Rate: $20.61 per hour* (*which includes $4.41 per hour of health and welfare benefit up to 40 hours a week)

Start Date: Determined after Security Clearance is granted

Location: Remote Position but must be within ½ hour of Cleveland location

***SPANISH SPEAKING APPLICANTS ENCOURAGED TO APPLY***

No experience is necessary. We have an extensive training program in place so that new employees have the opportunity to be successful. We highly encourage individuals with call center, retail, restaurant, and/or other customer service experience to apply. If you are great at building relationships, and are looking to work from the convenience of your home, then HS Financial Group, LLC is for you!

Position Description

This is a great opportunity to join our HS Financial Group, LLC (HSF) family. HS Financial Group is seeking motivated Customer Service Representatives who live within 1/2 hour of the Cleveland area. Candidates selected will be assisting customers in answering their student loan questions while adhering to all Federal, State, and local laws and regulations, as well as company policies and procedures. This is a heavily scripted, high call volume position. While this is a work-from-home position at this time, you may be required to work from the office in the future. You will be provided a computer, monitor, and headset to use at home. You must have a stable internet connection minimum requirement 20 MB download and 8MB upload speed. WIFI is not permitted. You must also have a working area free from distractions and adequate childcare during working hours

Our Management Team is in place to motivate, encourage, and support you to become the best Customer Service Representative you can be.

HS Financial Group, LLC offers competitive base hourly rate and benefits. HSF acknowledges our staff as our most important asset, treating employees fairly and fostering a family-oriented feel. Come grow with us!

Training: Must be able to attend and complete training.

Hours of training are 9 am- 6 pm EST, Monday-Friday

Hours after training:

· Monday-Friday: 8 AM-11 PM EST (During peak times shift may end at midnight)

· Saturday- 9 AM- 1 PM EST

At times, business needs may not allow for much notice resulting in staying late, shortening lunches to 30 minutes, coming in early the next day, or Saturday/Sunday shifts. Must be able to work your assigned scheduled hours, which may include mandatory overtime. Please note that shift and department changes are possible based on needs of the company.

Essential Functions Tasks and Responsibilities

· Representatives will work in a blended inbound/outbound environment

· Ensure swift and accurate handling when needed, of inbound messages, chat, or emails as outlined in department procedures while maintaining quality metrics.

· Information gathered determines how to best guide the customer in assisting them to resolve their problem.

· You will work with the student loan borrower, Department of Education Ombudsman office, Office of Inspector General, Colleges, Servicers, and Collection agencies.

· Independently solve customer issues escalating to supervisor any situation outside the employee’s control

· Establish professional relationships with internal/external customers

· Provide customer service that exceeds customer expectations

· Treat all internal/external customers and team members with dignity/respect

· Establish and maintain a professional relationship with team members and department contacts.

· You must be ready to work at your desk at your assigned time

Nonessential Functions Tasks and Responsibilities

· Perform other related duties as assigned

Minimum Qualifications

• High School Diploma or equivalent is required
• Ability to successfully complete and pass the training program
• Ability to obtain Security Clearance through a background check
• Must not have any defaulted student loans
• Must be a US citizen
• One year of customer service experience preferred
• Previous experience working and entering information into systems preferred

Physical Demands

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Benefits

Medical, Dental, Vision, Life Insurance, 401K with company match up to 4%, Short Term, and Long Term Disability, Vacation, Sick time, 11 Paid Holidays, retirement plan. As well as Health and Welfare Pay equivalent to $4.41 for every hour paid (not to exceed 40 hours in a work-week).

Notice

HS Financial Group, LLC is an EEO/AA Employer Female/Minority/Protected Veterans/Individuals with Disabilities

HS Financial Group, LLC is a VEVRAA Federal Contractor and this is a priority Referral of Protected Veterans

If you require an accommodation in applying through this website, please contact our Recruiting Department at 440-447-6547 ext. 109.

Job Type: Full-time

Pay: $20.61 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• No experience needed

Shift:

• Evening shift
• Morning shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Remote

Work Location: Remote

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